Lifezone Training

Customer Service - Inside Out


• To enable professionals to understand the role of a competent customer service representative.
• An Inside-Out approach towards customer service.
• Development of Inner self to Influence Customer Service.
• Techniques to Analyse the inner-self vs. customer handling
• How do Customers want to see “Right people” giving the best service.
• Developing a habit of listening as well as listening with empathy.
• To Analyse the Customer Demands and their behaviour patterns
• Importance of Etiquette and non-verbal communication

Use of case-studies, film clips, role-plays & group sessions with role-plays.

One Day Workshop on
 7th May -- Mumbai
13th May --
19th May -- Mumbai
20th May – Delhi
26th May -- Bangalore
27th May – Chennai
28th May --

Programme Outline:

Course and Delegate Introductions
• Changing Customer Needs and Markets
• Importance of Attaining Competitive Edge
• Critical Factors for Excellent Customer Service

Customer Service Skills:
• Checking if Customer Expectations are met
• Understanding Consumer behaviour nowadays
• Impact on Brand image
• Evaluating Present methods of Customer Satisfaction
• How to ensure service standards are adhered

Personal Agenda vs. Customer:
• Importance of Personal effectiveness
• Analysis of Personnel involved
• Checking Right Attitude and Performance
• Do Customer Service Staff handle it right?
• Which individuals require further training
• How to develop Customerisation?
• Listening and Listening with empathy
• Impact of Etiquette and Telephone answering
• How can individuals make a Difference

Dealing with Problems:
• Handling Angry Customers?
• How to keep calm under pressure
• Learning why customers are getting angry
• How to say the Right things at the time?
• Keeping Management informed of on-going issues
• Becoming Proactive to solve future Complaints

Creating the Change:
• Obtaining Customer Views regards Service
• Developing Customer-Centric Culture
• Clear and regular Communication Between Managers and Teams
• Involving Manager to become active to Understanding and solving complaints
• Outlining rules and processes to Educate the customers

Personal Action Plan


Please enrol by email and we will forward you further details with Delegate Booking Form.

Fees for Mumbai are Rs.6,950 Plus Service Tax per participant and Fees for outside Mumbai are Rs.7,850 Plus Service Tax per participant.

The fees includes lunch, tea, Course Exercises Workbook, certificate and Course Handout.

All payments should be made prior to seminar date.
Varsha - Marketing Director

India Office:
109, Mahavir Industrial Estate, Mahakali Caves Road
Andheri (E) Mumbai 400 093
Ring (022)28301860 / 9820196299
Forthcoming Training Workshops

(with Video Recording)

Mumbai -- 19th & 20th May
Delhi -- 24th & 25th May
Chennai -- 31st May & 1st Jun
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